Mark Ayres

Helping organisations solve big, complex problems for over 15 years

Mark Ayres. Product & Service Design Leader

Mark at a long table in a brick-walled studio, talking through findings with a group of clients.
TodayWorkshop facilitation
A dense service blueprint with six stages of course development across key roles, needs, milestones, activities and outputs.
CQUniversityThe Academic Experience
A visitor using a branded tablet to search for a licence in the concept service centre.
Service VictoriaA Digital Service Strategy for Government
Strategy spread titled Living Lab, with three experience themes and a value diagram.
NikeThe Future of the World Headquarters Workplace Experience
Guidelines page showing six EVP outcomes around the message A deep commitment to patient outcomes.
AHSCAn Employee Value Proposition for Health Workers on Defence Bases
A bright Victorian Government service centre with concierge staff helping visitors at a branded kiosk.
Service VictoriaA Digital Service Strategy for Government

Enabling businesses to deliver products and services that delight.

I work with executive leaders across the private and public sector to help them rethink the ways they deliver services to people.

I've worked in sensitive and highly complex environments to deliver transformational strategies, digital tools, organisational change and tactical interventions that have had a lasting impact.

Core services

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Understanding your audience

Research methods that work best, with groups of people chosen carefully, to turn data into clear and useful information.

Generating new products or services

Brainstorming with others and using creative problem-solving methods to come up with fresh and groundbreaking solutions to challenges.

Developing a plan for the future

Building meaningful and actionable strategies from new and existing data that will guide teams to move forward as one.

Fixing issues in delivery

Uncovering why our users or team members are having problems so that we can fix them.

Building teams

At ExperienceLab, my Director and I started the AsPac arm of the business, growing it to a team of 7 in 2 years.

Advising leaders

Delivered outputs to senior C-Suite stakeholders and high-pressure government departments, while representing vulnerable community members.

Guiding decisions

Being the experts in the room in the right way, delivering knowledge and support that guides and empowers decision-makers to make good choices.